NPower, bailiffs and wrong address

shoe*gal_2

I'm going to do this as briefly as I can for some advice.

NPower send bills to wrong address as they have the incorrect postcode - the street name is right but it's not the right area.

Householders contact NPower repeatedly to inform them of the error

Householder comes home to find bailiffs have forced entry and been through every room in the house.

Contact NPower who promise to respond to the complaint.

More letters arrive addressed to the NPower customer but with their postcode.

Yet more complaints to NPower who's excuse is the addresses are similar.

Police can't do anything about the forced entry as there is a Court order. Advise solicitor.

NPower letter arrives apologising for the mix up addressed to the debtor and stating they've corrected it by putting the address right. They haven't and have now used the wrong people's full address.

Householders understandable nervous about bailiffs coming and emptying the house despite repeated calls, letters and emails and NPower being aware they aren't the customer.

What is the next step for these people? NPower have been a nightmare and totally unhelpful and now have their home registered as the debtor rather than adding the debtor's postcode to his account. It's like a total farce and is causing stress to the family. Any advice appreciated.

naedanger

shoe*gal wrote: »

I'm going to do this as briefly as I can for some advice.

NPower send bills to wrong address as they have the incorrect postcode - the street name is right but it's not the right area.

Householders contact NPower repeatedly to inform them of the error

Householder comes home to find bailiffs have forced entry and been through every room in the house.

Contact NPower who promise to respond to the complaint.

More letters arrive addressed to the NPower customer but with their postcode.

Yet more complaints to NPower who's excuse is the addresses are similar.

Police can't do anything about the forced entry as there is a Court order. Advise solicitor.

NPower letter arrives apologising for the mix up addressed to the debtor and stating they've corrected it by putting the address right. They haven't and have now used the wrong people's full address.

Householders understandable nervous about bailiffs coming and emptying the house despite repeated calls, letters and emails and NPower being aware they aren't the customer.

What is the next step for these people? NPower have been a nightmare and totally unhelpful and now have their home registered as the debtor rather than adding the debtor's postcode to his account. It's like a total farce and is causing stress to the family. Any advice appreciated.

Based on what you have said npower's error in this case goes far beyond their usual incompetence.

Unless npower are now offering generous compensation I would consult a solicitor. I would not suggest this for most administrative errors because of the potential costs. However in this case I would expect the legal costs to be recovered as part of any settlement with npower.

I think the press would also be interested in this case. For example I could see the Guardian wanting to use it in a story following on from this one:

http://www.theguardian.com/money/2015/may/16/npower-fraud-bailiffs-meter-warrant

shoe*gal_2

NPower left it as it wasn't their fault because the addresses were similar. Yesterday the family got a letter saying it was rectified but they've made the error worse. It's been like banging their heads off a wall again and again. They won't take any responsibility for the error at all. I've suggested Watchdog and Ofgem and found the CEO's email address to contact him rather than put up with the rubbish they've had so far. Thanks for the Guardian link. I've passed that on. If it was me I'd go everywhere I could to make what they've done public. I can't imagine how awful it would be to have strangers going through your home rummaging around your things and it's perfectly legal but a mistake that NPower have still failed to resolve.

Farway

One other point of call could be Radio four's You & Yours, lunch times, midday weekdays

A lot of things are miraculously fixed after a phone call from a journalist from Radio 4

matelodave

I didn't think bailiffs were allowed to actually break in or even force their way in although if you've left a door or window unlocked and they can get in then that's OK.


Sounds like a case for either a solicitor or a chat with the CAB

shoe*gal_2

They had a court order - wrong name, wrong area but correct postcode. They even took in toys to distract the dog. NPower said they checked the meter and left when they realised it had a different serial number to the one at the debtor's address but the meter is at the front of the house and they'd been in the bedrooms. Why would they go through bedrooms? They'd knocked things over and stuff was moved around.

naedanger

shoe*gal wrote: »

NPower left it as it wasn't their fault because the addresses were similar. Yesterday the family got a letter saying it was rectified but they've made the error worse. It's been like banging their heads off a wall again and again. They won't take any responsibility for the error at all. I've suggested Watchdog and Ofgem and found the CEO's email address to contact him rather than put up with the rubbish they've had so far. Thanks for the Guardian link. I've passed that on. If it was me I'd go everywhere I could to make what they've done public. I can't imagine how awful it would be to have strangers going through your home rummaging around your things and it's perfectly legal but a mistake that NPower have still failed to resolve.

If they want to go the formal complaint route they should follow npower's complaints process. They should send one email (see link below for details of email address) to npower. They should insist npower respond in writing. Ignore any request to call npower and insist on written correspondence. (This gives your friends evidence of what is said and time to think on how to respond to any offer.)

If the matter is unresolved after 8 weeks (e.g. if npower don't reply at all or make an inadequate offer) then they can go to the Ombudsman. (Not Ofgem as they don't help with individual customer disputes.)

Personally I think they would be better consulting a good solicitor because of the severity of the matter. I would be looking for all damage to be made good plus around £1000 compensation for having my property broken into. I also think in this case your friends would be awarded more by the courts than by the Ombudsman. (All assuming you have been given a full and fair account of the case.)

https://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/

[Deleted User]

Suppliers only force entry at the last resort only to fit a prepay meter not ransack rooms searching for goods to the value of. That would be effectively be burglery. I ve never heard of that happening at all. the people involved are usually a locksmith and a rep from either Revenue Protection or Npower junior management not bailiffs. They would have to obtain a court order signed by a Magistrate.

Alter_ego

sacsquacco wrote: »

They would have to obtain a court order signed by a Magistrate.

They did, see post 1

matelodave

But bailiffs are not allowed to break in, even with a court order, even High Court Sheriffs cannot break into domestic premises, only commercial.

dogshome

The next step has to be the Small Claims court - Keep in mind that the Ombudman is in fact only another commercial company who's income is derived from the suppliers on who's cases it adjudicates on, and those suppliers who's behaviour they judge, pay a fee just to join - It's not in the Ombudsman's (plc?) interests to demand massive penalties from a supplier who has behaved like this.

There is solid evidence that customers who have ignored the Ombudsman and gone staight to the Small Claims court for this type of haressment, have been awarded damages for far greater sums than the Ombudsman has ever considered